Arrears Support Unit Agent (ASU) - Long Term Mortgage Arrears (LTMA)
About Pepper Ireland:
Pepper Advantage Ireland has been instrumental in helping Irish individuals, businesses and investors navigate their financial journey since 2012. We manage over €30bn worth of assets and have a skilled team of more than 600 people across Dublin and Shannon. We’re here to service loans and mortgages which includes processing loan payments and when needed, working with customers to resolve late payments or assist with financial difficulties.
As part of the international Pepper Advantage Group, we combine local knowledge with global expertise. With operations across the UK, Europe and South East Asia, we employ over 3,500 people and have over €40bn in assets under management.
About this Role:
The purpose of the Relationship Manager Arrears Support Unit is to manage the relationship with a portfolio of borrower’s accounts to identify borrowers in difficulty, establish the reason for the borrower’s arrears and work with borrowers to find a solution to their arrear’s situation. The Relationship Manager Arrears Support Unit will also have business targets to achieve and will ensure that their role is achieved in the context of controlled policies and procedures while providing exceptional customer service and minimising risk.
Location: Shannon
Permanent/Full time
Key Responsibilities

• Financial targets
• To generate revenue from a portfolio of accounts in line with monthly targets
• Customer service
• To communicate with customers in a clear and concise manner
• To meet with Borrowers as required
• Adhere to service plan including rotas and call targets
• Record expressions of dissatisfaction and customer complaints on the relevant customer complaints System
• Risk Management through Compliance
• To conduct all tasks in a manner compliant with all policies, procedures, and legislative requirements.
• Ensure all accounts are reviewed and managed in line with Company procedures.
• Ensure all accounts are escalated as appropriate without unnecessary delay.

Education & Qualifications

• Leaving Certificate or equivalent (Essential)
• Accredited Product Adviser (Desirable)
• Qualified Financial Adviser (Desirable)

Technical Competencies

• Collections – Level 1
• IT Knowledge – General Use - Level 1
• Legal & Compliance – Level 1
• Interpersonal & Behavioural Competencies
• Communication skills – Interpersonal and Written – Level 1
• Customer Service and Commercial Awareness – Level 1
• Influencing/Persuasion and Negotiation skills – Level 2
• Judgment & Decision-Making – Level 1
• Organisational Skills – Level 2
• Team Working – Level 2

Pepper is an equal opportunities employer
Role Profiles are subject to change in line with business needs.
For more information on this role please email recruitment@peppergroup.ie
Job Types: Full-time, Permanent
Additional pay:

• Yearly bonus

Benefits:

• Company events
• Company pension
• Employee assistance program
• On-site parking
• Private medical insurance
• Wellness program

Schedule:

• Monday to Friday
• No weekends

Work Location: Hybrid remote in CO. Clare, CO. Clare